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Good evening, community, it’s night here in Brazil.

Maybe someone can help me, here’s the situation:

I have an initial support bot that asks the customer 3 mandatory questions. If the customer doesn’t answer them, they won’t be directed to an agent.

However, we have many cases where customers abandon the bot and don’t respond to the questions.

In these cases, the chat stays idle for hours, and I couldn’t find an option in the trigger conditions to set up automatic closure when the customer remains inactive while still in the bot.

Does anyone know how to configure this?

Hi Bruno,

You can set up a closing rule within your bot flow that automatically closes the conversation if the customer doesn't respond to the questions after a certain amount of time.

Hey Bruno,

did you check your settings in:
Settings → AI & Automation → Auto-close abandoned workflow conversations.

There you can switch on everything you need:
 

 

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